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DriveTime Reviews (1296)

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User Reviewer2122589 time 27.11.2016

July 15, 2014
******* *******
Better Business Bureau
*** ***** ********
*** ***** ********
Re: Complaint # ********
Dear Ms. *******,
Thank you for bringing this matter to our attention. We appreciate the opportunity to...

address our customer’s concerns.
On September 23, 2011, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2008 ******** **** * *******. Included you will find the Simple Interest Retail Installment Contract for your reference.
On June 25, 2014, our customer informed us her vehicle had been involved in an accident and was deemed a total loss by her insurance company.
Our customer’s insurance company has relinquished a check for the fair market value of her vehicle in exchange for the vehicle’s title. After the check was applied, the remaining balance of our customer’s loan was $2,391.37.
On July 8, DriveTime contacted our customer to address her concerns. We informed her as a one-time courtesy, DriveTime would delete trade-line reporting to the three (3) major credit agencies. Drivetime also waived the delinquency balance of $2,391.37. Our customer agrees this course of action adequately addresses her issues, and we have come to an amicable resolution. Our customer was emailed the necessary documents, which detail the steps DriveTime has taken in regards to her credit reporting.
As a goodwill gesture, DriveTime has mailed our customer a $25 ******** ******* gift card to her address on file.
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ************.
Sincerely,
**** **
DriveTime
Customer Relations


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User Reviewer2120807 time 27.11.2016

Dear Ms. *******, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On September 9, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a...

2005 Mini Cooper. Attached you will find the Simple Interest Retail Installment Contract for your reference. At time of purchase, our customer agreed to make 119 bi-weekly payments of $188.10 and 1 final payment of $186.60. On March 26, 2015, our customer contacted DriveTime and stated her payment schedule had changed. At that time, our customer’s account reflected as 12 days past due.  We advised our customer that we would be able to make a frequency change on the loan once the account was current. On April 2, 2015, DriveTime declined the frequency change due to the status of our customer’s account. Our customer’s account reflected as 5 days past due and needed to be current to process a frequency change. On June 18, 2015, our customer emailed DriveTime advising she had recently paid out-of-pocket for repairs on the vehicle of a knock sensor, harmonic balancer, belts, brakes and a tune up totaling $1,000.00. Our customer informed us that these repair cost were the reason for her delinquency on the account.On July 6, 2015, our customer contacted DriveTime to advise of the recent repairs needed for the vehicle. She also inquired about a frequency change of her payments stating that she now was being paid on the 15 and 30th of each month. We informed our customer that because her account was currently 58 days past due, we would require the account to show as current before processing a frequency change. DriveTime advised our customer that we would review for assistance on account because of repair costs. On July 16, 2015, our customer contacted DriveTime in regards to assistance with her loan. We advised our customer we would be able to offer loan modifications in the form of payment deferments. In order to process these deferments, we would require receipts for the out-of-pocket expenses accrued from the repairs. Our customer informed us that she would not be able to provide paid receipts for these repairs. On July 21, 2015, our customer contacted DriveTime in regards to addressing her complaint. We informed our customer that in order to process a frequency change on her account, we would require the account to reflect as current. DriveTime offered to assist our customer with payments deferments to bring the account current once provided receipts for out-of-pocket expenses. After the payments deferments are processed, we will be able to assist our customer withtheir request of a frequency change on the account. At this time, we have received paid receipts for out-of-pocket expenses from our customer and have applied payment deferments to her account. We will be able to process a frequency change to accommodate to our customer’s request at the beginning of August to reach an amicable resolution. As a good-will gesture, DriveTime has applied a $25 credit towards our customer’s principal balance. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, ****** *. DriveTime Customer Relations Department


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User Reviewer2121321 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On June 19, 2013, our customer entered into a Simple Interest Retail Installment Contract when she purchased a 2007 Hyundai Sonata. The vehicle came with a 3...

year/36,000 mile limited warranty. Included you will find the Simple Interest Retail Installment Contract and the DriveCare Limited Warranty agreement for your reference.
All DriveTime vehicles are thoroughly inspected prior to sale at our DriveTime inspection centers. The vehicle met DriveTime and Department of Transportation standards.
Our customer also reviewed and signed the What You Need to Know About Financing a Vehicle with DriveTime document. On page two (2) under section Other Stuff sub-section Vehicle Inspection it states:
“You are purchasing a used vehicle which may have had paint or body work we did not perform and are not aware of. You had an opportunity to inspect your vehicle and are satisfied with it.”
On page one (1) under the section Vehicle Return Program, it states:
“If all required conditions are met, DriveTime will give you the ability to return the vehicle to DriveTime and terminate your contract within five calendar days of purchase (excluding the date of purchase, Sundays and days we are closed for holidays).”
The What You Need to Know About Financing a Vehicle with DriveTime document has been attached for your review.
 Additionally, Ms. ***** was provided a Customer Delivery Checklist. The Customer Delivery Checklist is provided to our customers to ensure they are comfortable with the condition of the vehicle prior to purchasing. Under section Maintenance Items, it states the following:
“maintenance itemsare subject to replacement only upon failure of the component. After sale, these routine maintenance items are the responsibility of the vehicle owner.”
Included you will find a copy of the Customer Delivery checklist for your reference.
We are in currently contact with our customer and are working towards an amicable resolution.
As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ***-***-****.
Sincerely,
DriveTime
Customer Relations


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User Reviewer2121079 time 27.11.2016

Dear Ms. *******,Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On February 28, 2015, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2006 Hyundai Azera....

The Simple Interest Retail Installment Contract and "What You Need to Know about Financing a Vehicle with DriveTime" were given to our customer at the time of sale to explain the finance charge and simple interest. These documents attached for your review. On page one of "What You Need to Know about Financing a Vehicle with DriveTime," simple interest is explained as follows:"Your contract is a ‘simple interest’ contract. That means a "finance charge" (interest) is charged each day on the amount you financed with us. When you make a payment, your payment pays interest and then it pays/reduces the amount financed. If you pay late, your contract continues to accrue interest. When you make your payment late, more of your payment has to go to pay the extra interest. This means less of your payment goes to pay/reduce the amount financed and it can take longer to pay off your contract with us. We strongly encourage you to make your payments on time."On March 13, 2015, we contacted our customer and explained the following information, as outlined in her contract:? Amount Financed: $15,872.30? Finance Charge: $7,790.13? Annual Percentage Rate: 15.9%? Total Sale Price: $24,362.43? Down Payment: $700.00? Total of Payments after Down Payment Applied: $23,662.43We advised that we had watched her closing video at the time of sale and the DriveTime employee went over the account details in its entirety.With any vehicle purchase, our customers are contractually obligated to pay interest over the time of their loan. Our customer insists that if the payments are made on time, she does not have to pay for interest. We explained to our customer that the interest charge is included in each payment.Our customer does not want to pay the interest charge that is included in her contract. At this time, we are unable to come to an amicable resolution with our customer.As a goodwill gesture, DriveTime has credited $25 to our customer’s principal balance.DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations


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User Reviewer2122361 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns.On November 24, we confirmed that the documents were delivered to the ******** DMV at 8:34am. We also had our title department reach out to the ******** DMV for a status update on the titling for our customer’s vehicle. At this time, we are waiting on the documents from the ******** DMV, via mail, to complete the titling process in Missouri.As soon as we receive the documents, we will mail the documents overnight to our ******** dealership for titling. As an exception, we are covering any additional fees associated with the titling of the vehicle in ******** where our customer now resides.At this time, we are unable to accommodate our customer’s request to credit her account for all payments made since purchase. We will notify our customer once we have the documents in our possession to continue the titling process. We apologize for any inconvenience or confusion this process might have caused.DriveTime thanks the Better Business Bureau for their ongoing support. In the meantime, should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,DriveTimeCustomer Relations


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User Reviewer2121095 time 27.11.2016

Dear Ms. *******, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On February 20, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract when she leased a 2006 Ford Five Hundred. Included you...

will find the Closed End Motor Vehicle Lease contract for your reference.  At the time of sale, our customer signed and dated the "Driver’s Seat Vehicle Return Agreement." The section labeled "Vehicle Return Program" and "Refund Process" states: "… Having driven it no more than 70 miles; Without damage or having been in an accident; A restocking fee of $200.00; and if the Vehicle is driven more than 70 miles… If you paid your down payment with cash, a refund check will typically be available at the dealership within 48 hours but it could be as long as five business days." Attached you will find the Driver’s Seat Vehicle Return Agreement for your review. On February 23, 2015, we made an exception to extend the 24-hour Vehicle Return Policy for our customer. We informed our customer she would receive a refund of $900 as there would be a $200 restocking fee. We mailed our customer’s refund via Fed-Ex overnight. At this time, we are unable to accommodate our customer’s request to settle for $1,500. However, on February 28, 2015, our customer received a refund check for the down payment of $900. ?As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card to the address listed on file. DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations


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User Reviewer2121863 time 27.11.2016

The provided contract under Default states that if the care is taken back,  the buyer has the right to cure the vehicle. I exercised that right by paying 100% of the unpaid or "past due" balance in good faith,  understanding the vehicle would be returned to me and loan reinstated as...

allowed under Texas law. Drive time did not reinstate the loan and subsequentlly canceled the warranty and Gap insurance coverage which would have been covered had the loan been inplace.


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User Reviewer2121609 time 27.11.2016

Dear Ms. *******, Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On March 17, 2014, our customer contacted us. We have reached an amicable resolution with our customer. We offered our customer the following resolution: DriveTime agrees to: ? Waive deficiency balance of $16,418.38 ? Delete trade line from all three (3) major Credit Bureau reporting agencies ? Refund to Customer of down payment/payments/repairs in the amount of $1,390.70 In exchange, Customer agrees to: ? Release possession of vehicle to DriveTime Our customer will be required to sign a Full Settlement and Release of Claims if she chooses to take advantage of this offer. This settlement offer is good until March 24, 2014. DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, ********* *. DriveTime Customer Relations


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User Reviewer2122129 time 27.11.2016

Re: Complaint # ********Dear Ms. *******, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On July 31, 2014, our customer entered into a Simple Interest Retail Installment...

Contract with DriveTime when she purchased a 2009 Dodge Journey. Our customer also purchased a Vehicle Service Contract, administered through Aeverex. Attached you will find the Simple Interest Retail Installment Contract and the Vehicle Service Contract for your reference.On August 19, 2014, our customer contacted Aeverex advising that she needed to have the ball joints on the vehicle replaced. Aeverex referred our customer to an in-network repair facility to have the vehicle diagnosed. On August 23, 2014, our customer contacted DriveTime stating that the right front wheel had fallen off the vehicle while driving. We advised our customer that she would need to take the vehicle to an in-network repair facility to be inspected. As an exception, we provided our customer with a direct-bill rental until the vehicle could be inspected.On August 25, 2014, an in-network repair facility performed a diagnosis on the vehicle and found that there were issue with the wheel studs, lug nuts, the right front wheel, and cosmetic damage done to the body of the vehicle. Aeverex requested a third-party inspector go out to the repair facility to inspect the vehicle. On August 26, 2014, the third-party inspector completed his inspection of the vehicle. The inspector verified that the cause of failure was due to four stud bolts on the right front wheel had broken off. The pictures of the inspection show that the holes were not rounded on the wheel, which is an indication of improper fastening of the bolts. We have included a copy of the inspection report for your reference. On August 27, 2014, DriveTime approved the repairs of the wheel studs, lug nuts and wheel mount for a total of $474.00 as an exception through Aeverex. On August 28, 2014, DriveTime referred our customer to have the vehicle taken to a different in-network repair facility to have the bodywork inspected.On September 3, 2014, DriveTime contacted our customer to inform her that after reviewing the inspection report, we would not be assisting with the body damage repairs. DriveTime advised that the type of damage reported through the inspection report is caused by impact, therefore is our customer’s responsibility. We directed our customer to utilize her insurance provider for the cosmetic damage sustained by the incident. At that time, we advised our customer that the direct bill rental would no longer be provided after 10 days of use for a total of $306.60.We apologize for any inconvenience or confusion this matter may have caused. In order to reach an amicable resolution, DriveTime has agreed to refund the $500deductible to our customer. DriveTime thanks the Better Business Bureau for their continued support. If you have any questions, please contact us at ###-###-####. Sincerely, ****** *.DriveTime Customer Relations


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User Reviewer2121367 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On August 12, 2013, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2006 Dodge Magnum. The vehicle came with a 3 year/36,000 mile...

limited warranty at no additional cost. Included is a copy of the DriveCare Limited Warranty agreement and Simple Interest Retail Installment Contract.On August 26, our customer contacted us regarding issues with the wheel bearing and the alignment of the vehicle. We advised our customer the wheel bearing is a covered component per the limited warranty agreement, however, the alignment is not a covered component. Our customer stated he was overcharged for his vehicle and he was not aware of the price or annual percentage rate (APR) at the time of sale. We advised our customer the sales price and APR of the vehicle are located on the retail installment agreement, which was signed at the time of sale. Our customer stated he was unaware the sales price was on the retail installment agreement until after he left the dealership. We advised our customer he had 5 days to review his contract and return his vehicle if he was uncomfortable with the terms in the contract. Our customer claimed he was not aware of this option. We advised our customer the vehicle return program is disclosed on the second page of the "What You Need to Know About Financing a Vehicle with DriveTime" document and the second page of the Retail Purchase Agreement under the "vehicle return program" section. Our customer signed and agreed to both documents at the time of sale. I have included the "What You Need to Know About Financing a Vehicle with DriveTime" document and the Retail Purchase Agreement for your reference.DriveTime customers are given a Simple Interest Retail Installment Contract at the time of sale. On the first page of the Simple Interest Retail Installment Contract, the annual percentage rate, finance charge, amount financed, and total of payments, total sale price and a payment schedule are clearly outlined, as required by the Federal Truth in Lending Act. DriveTime’s vehicle pricing is subject to several factors, including price of purchasing and reconditioning the vehicles for sale. DriveTime does not compete on price, nor do we hide it. DriveTime offers a 5-day vehicle return program that allows our customers to bring their vehicle back to the dealership and return it for a refund, exclusions and terms apply.The Simple Interest Retail Installment Contract applies payments accordingly. If a customer pays late, more interest is due for each day late. When a customer pays late, a higher amount of interest is paid first and then whatever is left will reduce the loan balance. As a result, a higher loan balance is left after the late payment. If the next payment is on time, more of the payment will go to interest on the remaining payments, because the interest is being charged on a higher balance than we scheduled. A copy of our customer’s payment history has been included for your review.On January 17, 2014, we contacted our customer and offered a settlement to waive his deficiency balance and delete the trade lines from his credit report. In exchange, our customer would need to release possession of the vehicle to DriveTime. Our customer declined our offer.At this time, DriveTime is unable to accommodate our customer’s request to adjust the contract or to exchange vehicles.DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ***-***-****.Sincerely, **** ** Customer Relations Specialist


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User Reviewer2121625 time 27.11.2016

March 5, 2014
Lyndsey Mullens
Better Business Bureau
Ph. ###-###-####
Fax ###-###-####
Re: Complaint # *******
Dear Ms. Mullens,
Thank you for bringing this matter to our attention. We appreciate the opportunity to...

address our customer’s concerns.
DriveTime’s vehicle pricing is subject to several factors, including price of purchasing and reconditioning the vehicles for sale. DriveTime does not compete on price, nor do we hide it.
On December 27, 2013, our customer purchased a vehicle and returned it the same day. Our customers have five business days from the date of purchase to return vehicle for a full refund of their down payment, minus $1.00 per mile in excess of 300 miles. Our customer took advantage of this program and returned the vehicle same day.
DriveTime’s policy is to dispose of the contract if it is rescinded the same day. We keep a copy of the credit application for 45 days in the event our customer would like to purchase another vehicle in the future.
On January 21, 2014, our customer contacted us and claimed that DriveTime withdrew $459.89 from his bank account.
On January 23, we requested that our customer provide us with a copy of the bank statement showing the withdrawn funds. We advised him if he provided the bank statement, we would reimburse him. DriveTime never received the bank statement.
We made several attempts to contact our customer from January 30, 2014 to February 5, 2014, but were unsuccessful.
On February 12, 2014, our customer contacted us stating he sent a bank statement and would like his refund within 48 hours.
On February 13, we confirmed with our customer that he had placed a stop payment on the *** payment. The stop payment prohibited DriveTime from receiving these
funds. We offered to reimburse our customer for any fees that were associated with placing a stop payment. He declined our offer.
On February 17, our customer contacted us stating he would like $2000 as a resolution. We advised we are unable to accommodate his request and offered to reimburse him for any fees associated with putting a stop payment on his bank account. Our customer declined our offer.
DriveTime’s position remains, we are unable to accommodate our customer’s request to pay him $2000.
As a goodwill gesture, DriveTime has mailed a $25.00 ******** ******* gift card to our customer.
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
********* **
 DriveTime
Customer Relations


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User Reviewer2121115 time 27.11.2016

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.- At the time of Sale, Drivetime’s Salesman & Auto Technician verbally assured me that the smell I was experiencing was merely dust and I had no cause to worry. I THEN signed the Vehicle inspection checklist.
- The vehicle inspection checklist in question has no area for transmission components. The issue at hand surrounds the vehicle’s transmission. This would lead me to believe the transmission was never inspected prior to sale.
- Ms. ******* stated that no payment had been received as of 2/23/15. That is totally and 100% untrue. After my conversation with DriveTime on 2/18/15, I immediately made payment for $249.48 though my bank. Payment was received by DriveTime that same day. See payment receipt attached. This false information brings the validity of every other statement Ms. ******* has made into question.
- At this point the vehicle is still in the shop for repairs. It has been in the shop for 15 out of the 35 days since first acquiring it. 
- A refund, minus a prorated charge for the time without said vehicle is the best way to end this dispute. 
Regards,******* ***** ***** *** *****


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User Reviewer2122145 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concernsOn May 17, 2014, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when he purchased a 2008 Hyundai Accent. Our Customer also opted to...

purchase a 60 month/50,000 mile Vehicle Service Contract, administered by Aeverex. Attached you will find the Simple Interest Retail Installment Contract and Vehicle Service Contract for your reference.At the time of purchase, our customer signed and reviewed the Vehicle Service Contract. On page 7, under subsection How This Contract May Be Cancelled Including Refunds and Charges it states: “In states where cancellation is available, you may receive a Partial Refund… Upon your cancellation, provider will, through Administrator, provide your refund within the Refund Period.”Additionally, on Page 5, under subsection Definitions it explains:“’Refund period’ means forty-five days from the date of Administrator’s receipt of your cancellation notice.”Attached you will find the Vehicle Service Contract for your reference.On February 16, 2015, our customer contacted DriveTime and informed us his vehicle was involved in a total loss accident on February 4, 2015. We informed our customer to have his insurance contact DriveTime and informed our customer he is still responsible for payments on his loan until both the insurance check and GAP check is received.On February 17, 2015, our customer contacted DriveTime for a status update regarding the total loss process. We informed our customer we are waiting for the insurance check to apply to his account. Our customer was informed he would be eligible to get into another vehicle with DriveTime, once the insurance check was received.On March 3, 2015, DriveTime received the insurance check and applied it to our customer’s principal balance. DriveTime then sent paperwork to begin the GAP insurance process.On March 13, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance process. We informed our customer that there is a waiting period for GAP insurance to apply to the remaining balance on his account. We also informed our customer he did not have to worry about the remaining balance, as his GAP insurance would be applied.On April 7, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance process. We informed our customer that we have not received information regarding his GAP insurance. We informed our customer that there will not be any negative implications reported to his credit while we wait for GAP to apply.On April 17, 2015, our customer contacted DriveTime for a status update regarding the GAP insurance process. We informed our customer that GAP coverage would not apply because the refund amount for his Vehicle Service Contract cancellation would cover the remaining balance of the loan.On May 29, 2015, we contacted the authorized third party on our customer’s account to discuss our customer’s concerns.  We verified a refund check would be cut and mailed overnight for the Vehicle Service Contract and GAP overages. We informed the authorized third party the check could possibly take until Tuesday, June 2, 2015, to get to our customer’s address.On June 10, 2015, we attempted to contact our customer to discuss his concerns. We spoke with the authorized third party and informed her our customer will need to contact our Customer Relations Department to ensure all credit reporting is being reported accurately.As a goodwill gesture, DriveTime has sent a $25 American Express gift card to our customer’s address listed on file.DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely,******** **DriveTime Customer Relations


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User Reviewer2121153 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On January 5, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime when she purchased a 2005 Buick Lacrosse. The...

vehicle came with a 3 year/36,000 mile Limited Warranty, administrated by *******. Attached you will find the Simple Interest Retail Installment and Limited Warranty for your reference. On January 30, 2015, we reached out to our customer to address her Better Business Bureau complaint. Our customer stated she would have to pay $1700.00 out of pocket to fix her vehicle due to the parts not being covered by the warranty. We advised customer that the shop did not call in the diagnosis for ******* to assess the repairs needed. Our customer stated she is going to pay the shop and pick up her vehicle today. Our customer also stated that due to this extensive repair, she has not been able to make payments towards her account. We advised our customer we would reach out to ******* to acquire the estimate for possible assistance.
On February 3, 2015, our customer advised us that she paid the balance due to the shop and retrieved her vehicle. We advised our customer that we would assist with her past due account balance of $1777.58. We made the exception to credit our customer’s account $895.02, which is half of the repair cost our customer paid out of pocket. We also offered a two-payment deferment that would bring the past due balance current.
As a goodwill gesture, DriveTime has applied a $25.00 credit to our customer’s principal balance.
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer


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User Reviewer2122437 time 27.11.2016

Dear Ms. *******,
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On November 1, 2014, our customer visited a DriveTime Dealership and was approved for financing. The approval is subject to...

our receipt of documentation from our customer that allows us to verify the identity of our customer and the accuracy of the information provided to us, including proof of income, proof of residence, and driver’s license. Attached is the "Get Approved Form" our customer signed and reviewed, which he agreed and gave authorization to the following:
? Agreed to submit an application for credit with DriveTime and may be shared and use by affiliates and joint marketing partners.
? Authorized us to obtain credit or similar reports
? Agreed to receive automated telephone calls, voice messages, text messages, emails, or other electronic messages.
On November 5, 2014, our customer contacted the DriveTime Dealership and advised he had purchased a vehicle elsewhere. Since then DriveTime has not attempted to contact our customer.
As a goodwill gesture, DriveTime has mailed a $25.00 American Express gift card.
DriveTime thanks the ****** ******** ****** for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations


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User Reviewer2121415 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.
On December 23, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2006 Dodge Stratus. Our customer also...

purchased a 5 year/ 50,000 mile service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Protection Plan Vehicle Coverage agreement for your reference.
DriveTime customers are given a Simple Interest Retail Installment Contract at the time of sale. On the first page of the Simple Interest Retail Installment Contract, the annual percentage rate, finance charge, amount financed, and total of payments, total sales price and a payment schedule are clearly outlined, as required by the Federal Truth in Lending Act. DriveTime’s vehicle pricing is subject to several factors, including price of purchasing and reconditioning the vehicles for sale. DriveTime does not compete on price, nor do we hide it. Additionally, DriveTime offers a 5-day vehicle return program that allows our customers to bring their vehicle back to the dealership and return it for a refund, exclusions and terms apply.
On July 16, 2014, we contacted our customer to address her concerns. We recommended our customer have the vehicle diagnosed at a repair facility. Our customer stated they would take the vehicle over the weekend.
On July 21, 2014, we followed up with our customer to determine if she took the vehicle to a repair facility to have the vehicle diagnosed. Our customer informed us she did not take the vehicle to a repair facility and could not provide us with a period for when they would be able to have the vehicle diagnosed. We advised our customer to contact us at ###-###-#### after having their vehicle diagnosed and filing a claim with Aeverex. We will determine what options for assistance are available once we receive a claim for the current mechanical issues.
As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely, *******
DriveTime
Customer Relations


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User Reviewer2121425 time 27.11.2016

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On November 07, 2013, our customer entered into a Simple Interest Retail Installment Contract with DriveTime, when she purchased a 2005 Dodge...

Durango. Our customer also purchased a 5 year/ 50,000 mile service contract administered by Aeverex. Included you will find the Simple Interest Retail Installment Contract and the Aeverex Protection Plan Vehicle Coverage agreement for your reference. On July 21, 2014, DriveTime contacted our customer to address her concerns. At this time, we are currently working with our customer towards an amicable resolution.As a goodwill gesture, DriveTime has applied a $25 credit to our customer’s principal balance.DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, DriveTime Customer Relations


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User Reviewer2121177 time 27.11.2016

January 7, 2015
******* *******
Better Business Bureau
Ph. ###-###-####
Fax ###-###-####
Re: Complaint #********
Dear Ms. *******,
Thank you for bringing this matter to our attention. We...

appreciate the opportunity to address our customer’s concerns. On December 18, 2013, our customer entered into a Simple Interest Retail Installment Contract when he purchased a 2006 Volkswagen Jetta. Our customer also elected to purchase the 3 year/36 month Limited Warranty administered by *******. Included you will find the Simple Interest Retail Installment Contract and Limited Warranty for your reference.
In April of 2014, our customer contacted ******* in regards to the vehicle smoking and having a no start issue. ******* referred our customer to two different shops to get a diagnostic completed. A claim was not called into ******* from any repair facility; therefore, we were unable to address any issues the repair facility found. Our customer contacted Averex and advised that he paid for the repairs himself. He was informed to fax in his invoice to be reviewed for possible reimbursement by the ******* claims department.
On December 22, 2014, the vehicle needed a transmission replacement that was approved through *******. An intake manifold assembly, intake gasket, and throttle gasket were needed as well but are not covered under the warranty.
We have been unable to contact our customer regarding his complaint. At this time, we are unable to refund his money back. However, we ask our customer to contact us at the number below to go over the following option we can provide:
? -Our customer needs to pay the $600.00 past due balance. Our customer "charged back" his $600.00 down payment on March 3, 2014 that was never repaid. Therefore, the down payment still needs to be paid to the account.
? -Once the $600.00 is paid, we will be able to authorize $600.00 in repair assistance for the two non-covered components needed.

? -Our customer will be responsible for the remaining $402.28 for repairs based off the estimate received from the repair facility. To assist with our customer having to come out of pocket for this repair, we could offer a two-payment deferment.
DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.
Sincerely,
DriveTime
Customer Relations


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User Reviewer2120675 time 27.11.2016

October 12, 2015

Better Business Bureau
Ph. (602) 212-2232
Fax (602) 263-0997 

Re: Complaint # ********

To Whom It May Concern:

Thank you for bringing this matter to our attention. We appreciate the opportunity to readdress our customer’s concerns.

The actions described in our customer’s correspondence are clearly not in keeping with DriveTime's set standards of service and support. DriveTime strives to make each customer’s experience both rewarding and pleasant, while ensuring that every customer is treated with the utmost respect.

On November 12, 2012, our customer contacted DriveTime with concerns about the vehicle. We referred our customer to an in-network repair facility to have the vehicle diagnosed.

On November 19, 2012, an in-network repair facility filed a claim with DriveTime for valve cover gaskets, calipers, motor mounts, sway bar links, and outer tie rod ends. DriveTime approved the valve cover gaskets under the terms of the DriveCare Limited Warranty.

That same day, our customer contacted DriveTime regarding the non-covered repairs. We advised him that these repairs had not been approved as they were not covered under the terms of the DriveCare Limited Warranty. We advised our customer that if he elected pay out-of-pocket for the non-covered repairs, we would provide him with payment deferments as an option for assistance.

On November 29, 2012, our customer returned the vehicle to the DriveTime dealership where he purchased, as he did not wish to pay for the non-covered repairs.

On September 2, 2015, DriveTime contacted our customer and offered him a 10% settlement in which he would be required to pay $920.76 to DriveTime to settle his loan. In exchange, DriveTime would waive his deficiency balance of $8,924.40 and delete his trade line from all three major credit bureau reporting agencies. However, our customer declined this offer.
On September 11, 2015, after further review of the situation, we contacted our customer and offered him an alternative settlement. We advised our customer that should he be willing to enter into a Full Settlement and Release of Claims, we would waive his deficiency balance and delete his trade line, leaving him with no further monetary responsibility to DriveTime.

On September 23, 2015, our customer contacted DriveTime about the abovementioned settlement offer. He advised he would like to review the settlement before agreeing to any terms. We advised we would send him a copy of the settlement for his review.

On September 28, 2015, a copy of the Full Settlement and Release of Claims was sent to our customer’s address on file. This settlement agreement listed an expiration date of October 31, 2015. Once DriveTime has received a copy of this settlement that has been accurately signed and dated by our customer and the primary account holder on his loan, we will waive his deficiency balance and delete his trade line from the three major credit bureau reporting agencies, per our agreement.

At this time, we are unable to accommodate our customer’s request to have all monies he paid toward the vehicle refunded to him. We apologize for any confusion or inconvenience this matter may have caused.

DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at *************

Sincerely,
******** **
DriveTime Customer Relations


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User Reviewer2120931 time 27.11.2016

May 28, 2015 ******* *******
****** ******** ******
*** ***** ********
*** ***** ******** Re: Complaint # ******** Dear Ms. *******, Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. On...

May 8, 2015, our customer entered into a Closed End Motor Vehicle Lease Contract with DriveTime when she leased a 2006 Pontiac Torrent. All lease vehicles come with a Life of Lease Limited Warranty, administered by *******. Included you will find the Closed End Motor Vehicle Lease Contract and the Life of Lease Limited Warranty Contract for your reference. On May 16, 2015, a repair facility contacted ******* and recommended the following repairs: ? Radio/CD Player/AMP ? Driver’s Seat Tracks ? Fuel Injection Flush ? Brake Pads ******* approved the brake pads under the Life of Lease Limited Warranty and recommended the vehicle be taken to a manufacturer dealership to address the Radio/CD player. Later that day, our customer contacted DriveTime with concerns that there are additional repairs that are needed for the vehicle that are not being addressed. We informed our customer that if there are additional repairs needed for the vehicle, the repair facility would need to contact ******* and report the additional repairs. On May 18, 2015, a repair facility contacted ******* and recommended the following repairs: ? Front Rotors ? Right Lower Ball Joints Later that day, our customer was offered to terminate the current Closed End Motor Vehicle Lease Contract for her current vehicle and get into a different Closed End Motor Vehicle Lease Contract with DriveTime with no additional fees associated. On May 22, 2015, our customer accepted our offer and leased a 2007 Nissan Altima. We apologize for any confusion or inconvenience this matter may have caused. DriveTime thanks the Better Business Bureau for their ongoing support. Should you have any questions or concerns, please contact us by calling us at ************. Sincerely, ******** ** DriveTime Customer Relations


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Address: 1720 W Rio Salado Pkwy, Tempe, AZ, 85281-6590

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